The service was terrible. It took a week for someone to call me back so that I could make a down payment. I had to threaten to come to the location just to have the manager give me a call back. And when it came down to the delivery date the only date they were able to bring it was friday which was the a day prior. eventually they were able to deliver it on saturday with no extra charge the thing is i never received a call from dispatch until 15 minutes before my furniture was delivered. the customer service for this company is absolutely horrible and i would not recommend that anyone use them. read more

Looking to purchase furniture for our new home, we were very impressed by the helpful attitude of the sales staff. I expected them to push us to purchase an item but they did not and were very patient with us. They were also amazing when we had to go back and make changes to our order. Overall a great experience. I would definitely recommend this store to others. read more

I've written on here before and had hopes someone from Ashley HomeStore was going to make things better because I did receive a phone call in Mid February about my love seat (warranty) problem; which I've been trying to resolve since December. I was promised a call back after further review, but that never happened. I've emailed the persons at Ashley that I have emails for and nothing! I've emailed about 5 times now and still no response. DO NOT EVER BUY FROM ASHLEY IF YOU WANT QUALITY FURNITURE AND GOOD SERVICE! They fall seriously short on both. Old Red Barn in Aylett, VA has much better products and service. It's worth the drive from Richmond, VA. read more

I purchased two couches from Ashley Furniture. The first was leather/vinyl exterior and tore within a year and the second was microfiber and caused an allergic reaction. I will not be purchasing living room furniture from here anymore. read more

We visited six furniture stores in our search for a new living room furniture. At Ashley we met Jerron, sales consultant, and was immediately taken back by his honesty. It had been a long day, we explained what we were searching for and he directed us to the various areas of the floor room. We were allowed our space to shop .. to sit and try out various sofas, chairs, and love seats ... and without expecting it we found it. Outstanding sofa and love seat ... incredible construction ... and great pricing. No high pressure .. excellent knowledge .. Jerron was the best. read more

Didn't have the screws for my desk. They said they would be back the next day with the screws. After a bunch of excuses, they decided they couldn't find them. Terrible at returning calls and coming up with solutions. read more

I've waited a while to post a review in hopes that the company would rectify the situation. Unfortunately, that has not happened. We purchased a bedroom set from Ashley which included a dresser with attached mirror. Upon delivery and set-up, my husband noticed that the mirror's wooden frame was significantly bowed. He wrote the issue on the delivery form and also verbally described it to the supervisor who called to follow up before the delivery team even left. Presumably the issue was noted via these two methods, however, we soon found this was not the case. We initiated numerous phone calls and emails to have the mirror repaired or replaced, sending numerous photos of the defective piece upon request. Finally, a delivery window was set for a replacement but to our dismay, the replacement had the same defect as the original mirror! Even more frustrating was the delivery person's comment that "they're all like that" and "it can take many tries before receiving a mirror in good (i.e. not bowed) condition." Each delivery attempt means time taken off work for my husband or I but we are still seeking a non-defective mirror as we are quite happy with the rest of the bedroom set. Between the defect and the customer service attitudes we've received, we are incredibly frustrated and are simply asking for a mirror to be checked in advance of delivery so we can be assured of a successful delivery and end to this nightmarish experience. read more

On Saturday March 28 my wife and I went into the store on Broad St with the intent to purchase furniture for my father's pending move to an assisted living home. We chose Ashley Furniture because my father has previously purchased furniture at the Lynchburg location. After selecting the furniture we confirmed with the salesperson Ricky Gay that the furniture could be delivered to Lynchburg VA. We also needed the furniture within 5 days because of his spending move. He spent about an hour checking into this. He came back and confirmed that it could be delivered to Lynchburg. During the sale he made several statements that were obviously incorrect and it was obvious he would do anything to close the sale. So we asked to speak to the manager. Her name was Kim. She then double checked to confirm it. She did indeed confirm it to be true. He and Kim both confirmed that they would make sure it was ready in 5 days since the furniture was in stock in the warehouse. They said they would call on Monday to confirm that. They never called. Luckily my father's move got delayed and I didn't need it in 5 days. As a matter of fact I never heard anything. I finally called on Tuesday April 7 (10 days after the sale) to inquire about the furniture. Mattie told me it was in stock and ready to be delivered. I told her I would check to see when we would be ready. I called her back and scheduled Tuesday April 21. I gave her the address of the assisted living center. She again confirmed that they would deliver to Lynchburg. She told me they would call the day before with a three hour window. On Saturday April 18, Eannie called to say they don't deliver to Lynchburg and there was nothing they would do. She said even if she wanted to, they couldn't because they had pulled the order from the delivery run and they had no intention to deliver it. She refused to give me the name of a manager. I then called the store to speak to Kim. I was told Kim was no longer there. Tracy who identified herself as the Customer Service Manager couldn't do anything but she would check with the store manager. Brad, who allegedly is the store manager, called me back. He reiterated that they were not going to do anything. I told Tracy and Brad the simplest solution would be to hire two guys and a U-Haul and deliver the furniture on Tuesday as promised since it's just sitting there. They both said no. Brad even said that it would cost too much for such a small order. Even though we paid an extra charge for delivery. I explained to Eannie, Tracy and Brad that my 93 year old father would be moving into an assisted living home without a bed. He would be sleeping on the floor. I would have to go to another furniture store and order furniture and my father would likely be sleeping on the floor for several weeks. This had no effect. Brad said despite being "manager", he has no authority to provide customer service. read more

Recently purchased box spring and mattress set with frame. Salesperson said delivery would be in 5 to 7 days. After 9 days we called to see when the product would arrive and receive nonchalant answer from the store contact who basically said you won't get the product for another week. Since all sales are final I get the feeling they got my money and I will receive the product when they decide to deliver it. Called the manager to complain and left numerous messages with no return phone call. Even called the owner and left a message with no return phone call. This company does not value customers! Will not shop there again! read more

My boyfriend, his mother, and myself all came to Ashley Furniture about 2 weeks ago. We were looking for a mattress, she was looking for some other furniture. We were met by a sales associate who I now know was NOT very knowledgeable about anything at the store. We picked out a mattress after confirming that the price on the paper of $28 a month with the payment plan was accurate. I paid an initial payment and was told it would be delivered the next week. This past Saturday our mattress was to be delivered between 9am and 12pm. We got a call from his mom that it was delivered just after 8am. When we got there we overlooked the mattress and box springs. To my surprise (sarcasm) one side of the box spring was cracked in two. We called the distribution center and got a voicemail, even though their hours were 9-6 and we were calling at noon. I called back twice that afternoon and each time got a voicemail, oh and they're not in on Sunday or Monday. I finally got an answer this morning after I had to call another TWO times. When I called this store on West Broad I talked to a lady who simply told me she could give me the number for the Distribution center but that was all, her tone was not the least bit pleasant. Then I get a call from the "loan" company as the lady said repeatedly stated to chat about the agreement. She also informed me that it was NOT $28 a month, I have to pay $75. I do not appreciate being lied to just so you can make a sale. I will not be returning. read more

We just bought a house and were in need of a sofa and love seat. We stopped by Ashley because we saw an ad in the paper. The sales lady, Entisar, was extremely nice and the store manager was great! We didn't close until a couple weeks so they worked with us on a delivery date. Highly recommend shopping for furniture at this Ashley location! read more

Your sales people need to chill out. The first time we visited, the sales lady promised she wasn't the "hovering type," but popped up every couple minutes, making it impossible to focus on anything. Then she preceded to EAVESDROP on our conversation to get material to talk to us about. Then today I wanted to show my husband a couch & loveseat I was considering - but the salesman was so pushy that we left without hardly looking at it. The man sat on the furniture we were looking at, so we couldn't even see it. Then he aggressively sought our personal information. Tried to argue us into giving it to him. Lack of privacy, eavesdropping, and extreme pushiness is the BEST way to get me to walk out of your store and never come back. Ever wonder why we all shop at online Wayfair? read more

Ask for Nina if you need to shop for furniture there. I had an idea of what sofa & love seat I wanted when I walked in, and Nina helped me narrow down my choices based on my needs (got me all the stats, prices, delivery times, etc. for each set). She is very friendly, honest, and most of all, HELPFUL. She secured prices for me that were slightly lower than those listed online. There was a concern that the sofa I ended up ordering would be delivered later than the love seat, but she said she would do her best to pull some strings to make sure I got both pieces at the same time. I am so thankful that I got Nina as my sales rep that day! Also, on delivery day, TNT Distribution said they would be delivering bt 1-4p and they called me at 12:45 to say they'd be at my house in 15 minutes... and they were! Very reliable. Maybe I got lucky, but I had a really good experience and I love my new Cloverfield sofa & love seat! read more

First, I have been shopping for my furniture for 3 months. I have dealt with a lot of sales people, but haven't EVER encountered anyone like Levi Collins. He listen to my needs, and I felt like I was shopping with a friend not a salesperson. He was very knowledgeable about the furniture, and didn't stumble when I asked questions. I was surprised to find out that he had only been there for a few weeks! Made me feel truly at home! I will only buy furniture from Ashley as long as Levi is there, I recommend him to anyone. read more

Extremely dissatisfied with this company. Made an almost $3K purchase there and while our experience in the store was fine, the furniture was delivered and it has been a nightmare since. The bed was put together poorly by the delivery persons (crooked screws) with a crack in one of the cheaply made back panels. I swallowed that and slept on the bed with my boyfriend for the first few nights with no issue. Then, less than a week after delivery, two of the slats (it's a platform bed with no boxspring) snapped just from sitting on the edge of the bed. I called Ashley the next day and was put through to the distribution center and left on hold for 20 minutes before I gave up and hung up. The next day, I called four times and never got through to a person and the voicemail was full, so I drove to the store to let my concerns be known. I was informed by a person at the back desk "All Sales Are Final" for the first time verbally, and when I requested to see my contract to confirm that, it seems I did initial next to a small box that stated as much, so that part is my responsibility. PLEASE READ YOUR PAPERWORK. The manager came in about a half hour later and spoke with us- she had her schtick down, very sympathetic and surprised at how the bed had broken already, stating that our bed was "very popular" and "has very few issues" and assured us that it would be taken care of. She promised she would email the distribution department and get us new slats shipped ASAP, and after being pressed she gave us the phone numbers for two people at the warehouse to contact if we didn't hear from them by the following afternoon. Of course we heard nothing, and the numbers she gave us were dead ends with full voicemails. We called the main number at the DC, and finally got someone to tell us they would ship us new one in TWO TO FOUR WEEKS. We were livid, and told her that the bed was not safe to sleep on and so it had to be expedited. She assured us it would be, then promptly sent a confirmation email with the shipping speed as "standard" Since then, a week after the store visit, we have gotten two phone calls, one saying I would hear back in 48 hours when it shipped, and then another about 72 hours after the first stating that they would ship sometime next week. Of course, that's the day our first credit card statement came, and a day after another slat broke. I will NEVER purchase from this store again and will be telling everyone about my horrible experience. If you're planning on purchasing furniture for the holiday weekend please go elsewhere, unless you want to gamble with a high probability of an expensive nightmare. read more

This was such a horrible and insulting experience. PLEASE DO NOT SHOP HERE. The sales staff are not honest, their goal is to simply sell something! Lies Lies Lies. Took 6 weeks to get my furniture and had to file a complaint with the BBB. They have a NO CANCELLATION for any reason policy so I'm stuck with horrible furniture that arrived with dog hair on it, damaged, and obviously a return from someone else. PLEASE DO NOT SHOP HERE! Simply awful! read more

Don't!! Just don't! I purchased bedroom furniture and paid cash for it. I was told by the sales person the furniture would be delivered within 10 days. That was over a month ago. I did get some of it three weeks later but one of the items was damaged and taken back. I was told the item would be delivered by 10/13/16. I called today and it will not be delivered until the 19th. Same run around as before. I have spoken to the store manager (waste of time) I have spoken to multiple managers with Customer service. It is a shame this company cannot just deliver the furniture when they say they will. I will NEVER purchase anything from this company again. EVER! read more

Absolutely the worst customer service EVER!!!! I came into the store mid July. I ordered a 3 piece sectional with matching pillows. I was told initially that the merchandise would not be delivered until the last week of August. My fiancé and I were both skeptical at first and was just going to shop around for something else. However, we were assured by our sales rep Saed that we will receive a phone call the last week of August when the merchandise is ready for delivery. August came and went. We called and got the run around. The other rep stated the sectional order was pushed back and would arrive on September 4th and again we will receive a phone call on that day. By September 6th we still have yet to hear from Ashley Furniture. I called customer service to find out that because we did not pay the delivery fee in advance but paid for the entire sectional that someone who has not paid for the sectional but paid the delivery fee bumped me out my spot and they received that item before myself. This is ridiculous. It was agreed before purchase that we would pay the delivery fee when we recieved the phone call stating our items were in stock and ready gor delivery. I have called multiple times and everytime i get the run around from customer service and the store manager Marsha. I spoke with her explained the situation and she said she would look into it and call me back. That was sept 8th. I guess she is really looking into it because to this day i still havent heard from her nor Saed who i left multiple messages for him to call me back. Have i mentioned this is now mid October and i still haven't received my sectional or any phone calls from this establishment. I also asked for my delivery fee to be waived due to all the inconvenience and false information given and that is still in question. I havent heard back yet. I will NEVER do business with this company ever again. read more

This place is terrible. I went in the store and put over 1100 on a sofa that was over 2000, I was given a time frame of delivery the week of march 27. No one showed up. I called and told them I needed a Saturday delivery. The customer services assured me that I would have my furniture delivered Saturday April 1, 2017....still no delivery. When I called they said I was never put down for delivery that day. As you could imagine I was upset and rightfully so. The customer care department was not customer friendly at all. I went into the store and was told I would get a store credit of $100, which I still have not received. It is Saturday April 8, 2017 and I still don't have my future. I am extremely disappointed in the way I was handled in this matter. read more

With great feeling of dismay, I am taking the time to elaborate on an incident that I recently encountered at your store located at 6312 W Broad St, Richmond, VA 23230. Given that I work in client facing sales driven environment I came to appreciate customer service expectations and have a true understanding not only of what going out of the way to please truly mean and how important it is to remain competitive in business, more importantly I know what the basic level of customer service and human decency to one another. This incident didn't involve a simple case of employee curtness or inefficiency due to lack of training, but it further extends to cross the line of complete disregard of one's merit to be respected and treated as an adult. I recently purchased my first home and was in dire need to purchase furniture for my living room and 6 years old son's bed room. Working in the area I came to appreciate using local business rather than ordering an item online-although my son would have been sleeping in his own room by now- hence I chose Ashley's furniture. Especially that they strongly embedded in the community and take pride in giving back to community's where they are located, making them the ideal business to support. Upon visiting the store on 03/29/2018 I was assisted by: Brandon Vanlandingham, and we were able to pick a sectional and a bed set and purchase them directly with my pre-planned financing option despite of Brandon's attempt to finance it through the store. On that day I was given a vague delivery date stating:" the items will be delivered by 04/25/2018, and on the day of delivery the driver will contact you an hour in advance to confirm your availability to receive the items" While this statement was out of the ordinary I understood and assumed this is their normal procedure especially that they use a third party company for delivery. On 04/24/2018 out of anxiousness I contacted the store to confirm delivery given the deadline was approaching quickly, that's when I was notified that no ticket was initiated to deliver my order. Despite of my extreme disappointment then I accepted their apology and then they promised to correct the issue and that the order will be delivered on 04/25/2018, and promised that the driver will contact us an hour prior to actual delivery to confirm our presence. My wife and I work similar hours which fall within the delivery time frames, hence we would've appreciate being notified of window ahead of time for us to request the time off. Nonetheless, their solution was to guarantee a call prior to delivery and we accepted this option. On 04/25/2018 the promised delivery date, no furniture was delivered nor a call was received. Furthermore, I promised my 6 years old son that will shop for his room accessories on Wednesday once I pick him up from his after school program since the bunk will be there, I was heartbroken to watch his tears of disappointment knowing that no bed was delivered. Upon getting off work I personally went to the store to inquire about the delivery issue and kindly request a refund, especially that I received nothing but empty promises and it was time to move on to a competitor that's better equipped to handle my request. Once inside the store I asked to speak to the sales floor manager and came to realize that Brandon in fact was the sales manager. After a less than pleasant conversation with Brandon, that is free of his empathy or a simple apology for not meeting their service promises, I was given another promise that my furniture will be delivered by 04/26/2018. Despite of my frustration I made a decision to allow him this last attempt to deliver my order which was rudely interrupted by Paulin-another employee- stating: "You people can't just make demands and expect to get your furniture". I am still in complete shock as I write this letter, not only were you unapologetic to a bad customer experience but you freely disregarded a paying customer's right. Ashley Furniture stores sell furniture to buying customers. There is a simple unwritten contract between the store and customers: They will provide the merchandise as long as you provide them with payment. If either party fails to deliver on their promise then the contract is annulled. Yet, a current employee stated that I should not request that Ashley Furniture abides by their promise of delivery, especially when I have withheld my end of the contract and paid in full the day of purchase. read more

If you're going to the Broad Street store, avoid doing business with a salesperson named Davin Smith. He told us a series of lies that created headaches for many, many Ashley salespeople. For example, he guaranteed that we would be sitting in our furniture in 14 days and that the furniture would be assembled, neither of which was true. However, several Ashley employees stepped up to make sure that we were ultimately happy, except for the one person who actions prompted our unhappiness. read more

I went to Ashley Furniture in the early part of Feb. to pick out a living room set due to me moving. I found a set that I liked and told the salesman Ricky that I wanted to apply for credit with Ashley. Ricky proceeds to take me and my fiancé to the "90 days same a cash" in house company without explaining who these people were because it was never an option mentioned to us. I was offended because I am looking to spend $6,000 in there store and you take me to a loan shark off the bat. After moving to where we need to be we were speaking to the rep. for Ashley "Shantavia" as she was entering our personal information for the application her computer crashed. She rebooted her computer and tried again, they system went down again. So "Shantavia" explained it to her Office Manager "Kim" and "Kim" informed "Shantavia" to fax over our applications. This was a 3 hour process this day and after waiting around to see if Progressive financing company received our application we were told that "Shantavia" would call us back later to see if they had received it. We went back that not hearing back after 5 hours & they had the same answer "We are waiting to see if they received it". I called 3 times the following week to see what was going on with the application that was on paper with me & my fiancé's personal info on it. After calling that Friday a whole 6 days later I was told that we just needed to come back in a do another application. No one could tell me where our personal information was sent to. This was very concerning as I expressed that to "Kim" and "Shantavia" because we then started to receive strange numbers calling us and a massive amount of spam to our emails. We went back to try this application process again but instead we picked out a different living room set. We were told by our salesman "Donald" that were would be paying on our living room set once a month and that it would be ready for pick up in Colonial Heights before the 20th of Feb. I called on the 9th to get a definite date and was told by "Shantavia" that my furniture would be ready for pick up on the 13th and I had 3 days to pick it up. I was told they will call me when it made it to Colonial Heights. I NEVER got a call! I waited until the next week to call because I know that we had experienced some bad weather which could delay the process. I called back and I was told that by "Arnor" that my furniture that "Shantavia" said was ready was NOT ready and she did not have a date for me. I was very upset and I told her that I needed to have a manager call me back because when I asked to speak with on I was told that no one was available. I never received a call from a manager. I called on the Feb. 26th to see if my furniture was ready because due to the run around I was moving in on the 27th and had to have this furniture. "Arnor" explained to me that my furniture was in Fredericksburg and would not be to me until next week because their transfer tuck on runs on Thursdays, I explained my whole Ashley Furniture nightmare too "Arnor" and told her that I had to speak with a manager right now. She never tried to get me a manager she then said to me "it is nothing that they can do to help you either you just have to wait". I never asked her to tell me what someone can do for me. I then told her if that was the case that I wanted to cancel my furniture, "Arnor" tells me that you aren't allowed to cancel orders which is false because we were told that we could cancel our order but then would be charged a fee which at that point in time I did not care about a fee. After I told "Arnor" that I wanted to cancel my order she place me on hold and came back to the phone saying the best that they can do was deliver my furniture on Saturday 2/28 from 8 am - 8 pm I told her no that is ridiculous and that would not work and I needed the Corporate's number because they were no help she gives me the number to the delivery location. I called them until someone gave me the Director of Customer Service. I left a message with her twice on 2/27 and she did not return my call, I had to call her a third time before she answered. I don't remember her name but she was a poor professional she told me the same sorry thing that the store was saying... THEY CANT DO ANYTHING I NEEDED TO WAIT another week. I told her I was going to the Better Business Bureau and then she came up with a resolution. She got my furniture set delivered to the Colonial Heights location on the 2/27 (same day transfer). I picked up furniture 2 weeks after I was told it was going to be ready. The customer service I received was poor and unprofessional. There are no leaders in this company and I am highly disappointed in the manner in which that DID NOT handle my issues. read more

Bed was not set up properly and a tech had to come out a week later and make adjustment on the bed, it had a few nicks on the furniture and instead of replacing the merchandise or offer any discount they brought a marker and covered the areas. read more

I BEG ALL READERS, PLEASE DO NOT SHOP AT ASHLEYS FURNITURE.. purchased furniture back in December of last year, the estimated delivery was 2 weeks. Those 2 weeks turned into 2 months. Went into the store and asked what was taking so long. the regional manager said that the 2 week delivery time is just an estimate and could take longer.. well, no duh... i tried to get in touch with customer service..Ashleys customer service does not pick up the phone, they do not return voice mails, they do not return emails. its an empty room with a phone in the middle of the floor that no one attends.. After months of waiting, and having to sit on the floor in my living room, I finally received my furniture and guess what, it was severely damaged. Pieces of wood from the inside of the couch were falling out, huge hole in the leather.. delivery guys couldn't believe it and they called customer service for me and it would ring, someone would pick up and then hang up on them, this happened 3 times...they were so embarrassed.. the other couch looked like my 7 year old child and her friends assembled it using supplies from the dollar store.. the seam lines did not line up, fabric was sticking out, and the electric reclining takes forever.. it looks and feels nothing like the floor model.. once you buy the furniture, your friendly sales associate will tell you that theres nothing the store can do and to call customer service..My heart truly hurts for anyone who walks into that store and has hopes of furnishing their house anytime soon with quality furniture.. Please, do yourself a favor, go anywhere else... next week I'm going down to the Richmond courthouse to proceed with small claims against ashleys and maybe then some one will call me back.. read more

Horrible experience! It took 3 weeks to get furniture and when delivery finally arrived, only part of what I bought was delivered. Store manager was very unresponsive. Stay away from this store on Broad St. In Richmond, Va read more

My name is Kim vonesh and I had really bad experience with Ashley Furniture people are very rude and l am still wait for the living room set I don't like talking to people on the phone they're not friendly and I'm waiting for a long time I ask for money back and they told me they're not going to give me money back they're so rude people I asked my friends not to shop there and my friends told me I make mistake shopping there after this is all over I will not shop there for anything, I give them 0 stat.. read more

This is my first time using them and I have already ran into numerous problems. They scheduled me for a delivery date on a Sunday. Three weeks after setting that up the warehouse calls and says, "they're not open on Sundays and Mondays...That was not communicated during the time of sale. The store manager helped us out with the purchase of our furniture so she should have known that! I never received a phone call about the actual rescheduled delivery date...I had to call customer care only to find out that a delivery date was never set up. They set me up for another date (an inconvenient one). I called to see if the time could be bumped up and was told that it could not be changed unless I had "a good reason". So if they show up and i'm not there they will try to reschedule the delivery for another day. Talk about a horrible first time experience. Never again! Go somewhere else and spend your money. This company has horrible customer service. read more

They do not even deserve 1 star! PLEASE read before considering Ashley Furniture. Aug. 3rd We purchased a dining room table with 4 seats and 2 end cloth seats, a full kitchen table with 4 chairs and a bench, a master queen bed, end tables, dresser plus office desk and throw pillows. Full investment was just under $6000. Beware of London, the sales associate who will tell you everything you want to hear yet disappears when his promises are not met. Delivery is a joke. Do not purchase anything if you actually expect professionalism and accuracy. The costumer service at the store itself is beyond rude always saying it's not their fault but will have someone contact us...days go by.....Crickets...... Hang ups if you actually can get them on the phone or the usual 30 min waits on hold.... Distribution is ok. Stephanie seems to be the only one who is honest and can keep us updated but none the less haven't heard a thing from her in over a week. The delivery was wrong with only 1/2 our promised items and then while delivery truck is leaving distribution is telling us on the phone the delivery guy lied and items were on truck but was told not to deliver? Wtf? He drove off while we were trying to get an explanation. I was running out of my driveway to stop him! All crazy And yet No one called us back to explain like promised. Finally 6 days later we got 1 call to tell us the store will call us for delivery schedule?! And yet 4 days has gone by without a word and yet left voicemails. Lol it's a nightmare and we feel scammed and ignored. Everyone blames everyone else, all promising they'll handle it and...??? You guessed it, NOTHING. So now we are looking at legal routes on how to handle this unprofessional, incompetent crook of a company to actually receive our furniture since they have our money. Don't ever ever ever waste a penny of your hard earned money on this place. PS we are active duty military and will blacklist them to all military sites, as well. People who protect and serve this country do not deserve this treatment and will make sure they are aware. read more

DO NOT buy furniture here. I ordered a couch from here almost a month ago. It took almost 2 weeks for the couch to come in, and when it arrived, the men delivering it could not fit it in the door of my apartment complex. This was after only 5 minutes of effort. They then proceeded to tell me that my only 2 options were to sign a waiver stating they would not be responsible for damage if they continued to move it or refuse the delivery (which I chose to do). Obviously they didn't know what they were doing AT ALL. After hours on the phone with customer care and going back to the store (only to be put on the phone with customer care again), the same couch was scheduled to be delivered 2 days later. When it arrived, the frame was broken and the arm was ripped, which I presume was damage from the unprofessional people who delivered the couch the first time. They did not report any damage, and it was obviously not checked before delivery. I've called customer care requesting compensation or some kind of discount for this experience only to be told they do not offer that at Ashley. The same couch is being delivered again on Tuesday, but I will never buy anything here ever again! I have never dealt with a more inconsiderate, incompetent group of people in my entire life. read more

I wish that there was a negative star. This is all related to their customer service and they did not disclose VERY pertinent information to us. Jarrod is a complete jerk, he was the sales rep that "helped" (I use this term very loosely of course) us. He tried to sell us a PARTIAL leather loveseat for 1700 dollars as a "favor". We found this out after we left the store (thank God we didn't buy it!). We looked at several different pieces and he never told us that the sides of the couch are actually vinyl. Soo...you are going to try charge us real leather prices for fake leather? unbelievable. I found out that this individual got fired from another shop. I will never return to Ashley furniture...they hire dishonest salespeople and apparently the manager is too because the sales rep said that he spoke with him as well as it relates to our question regarding the upholstery and other items. They also do not mark their items...instead...they use "code" terms such as Durablend...what the heck is this? you just have to rely on what the salesperson says...who are apparently...full of lies. Unbelievable rip off and scam. I would seriously take heed to this review and stay far far far away from this place. Especially a sales rep named Jarrod. Unbelievable. OH, I forgot to mention, as we were leaving, my husband mentioned that it had nothing to do with price but simply he was not working with us...this Jarrod fellow says..."oh, I'm SURE you can afford it"... seriously dude? read more

My husband and I went in looking for several pieces of furniture. The first piece my husband brought up was some recliners. We wanted a durable cloth material for the recliners because we have dogs. The salesman, Ceaser, said they only have recliners in leather or chenille and there was no other option. After which he said, "Well we just don't have anything." And then proceeded to tell us we don't have anything for us instead of asking us to look around to see if there was anything else we would be ok with. He was getting ready to escort us out the door and I hadn't even looked at anything. We were also looking for a dining room set and a new love seat, but that never came up. I asked to look around first, which I did. When I caught back up with Ceaser, he asked if I had found anything. I said not really, and he said, "I didn't think so." He asked me if I knew what a slip cover was and then proceeded to tell me to buy a recliner and then put a slip cover over it, which you can't do because the cover will get caught in the recliner. I have never had customer service like that, which is too bad because I wanted one of their dining room sets. read more

I recently transitioned into my new apartment at a faster pace than I would've liked do to personal issues. Therefore I was in a bind to purchase new furniture for my new apartment. Ashley Furniture was my 3rd stop in looking for a couch set and new mattress. Upon walking in I was greated by a very nice woman. I decided to start looking around at couches first as I'm a typical man, who doesn't like asking for help until it's absolutely necessary. After about 2 or 3 minutes the woman that greated me stopped by and asked if I needed assistance. After introducing myself to this polite woman named Entisar, I let her know that I was searching for couches to furnish my new apartment. I informed her of the prior 2 competitors I had visited, which offered minimal to no customer service for me in my shopping. Entisar ended up walking me through the showroom at a patient pace and even offered me her opinion after I asked what she likes in furniture. She stated she does interior design so I continued to ask questions. A woman's touch with interior design is always a good thing. After we settled in about 3 options, I made my decision on the couches. I was so happy with the quality of service that this young lady provided me, I decided to ask about mattresses. Long story short I found a great mattress for a great price as well. My experience at Ashley Furniture was hands down one of the best shopping experiences in more years than I can remember. This is specifically directed at the quality of customer care I received from Entisar. I would give 5 stars but I receive my furniture next week, so I will have to wait upon receipt of the furniture to finalize my review. Wonderful customer service should be acknowledged and this marks my first yelp review to show that . It seems often times, people would rather only write about negative experiences than writing a statement of the positive ones. Cheers to Entisar for showing me that quality customer service in sales still exists. I look forward to finalizing my review next week. read more

WOW - NEVER AGAIN. Go to Haynes or Havertys- where we have purchased before and never had a single issue. Furniture costs a little more, but it is well worth the cost. Apparently, my review completely echoes previously submitted negative reviews. We ordered a large tv stand on 9/17 that was supposed to be available in a week. Several weeks later - it still hasn't arrived. Good luck on trying to get ANYONE on the phone via customer service or at the Store Location. Store manager - not there. Supervisor - unavailable. 30% restock fee for cancelled orders but willing to pay the costs to not deal with such horrible front line service representatives who are not honest. If 4-6 week delivery time is realistic, then for goodness sake, be upfront and say so. We get that it may not close the deal, but losing permanent and future customers can be easily avoided if they took this simple but realistic approach. BEWARE - slick talkers who literally just want your money and aren't thinking about much else. Folks to avoid: Michelle in SALES - Tiana in Customer Service - what service? I have never posted a complaint online about a flipping furniture company, but this shopping experience was so bad - it is worth sharing to let people know NOT to waste hundreds or even thousands of dollars shopping here. read more

Again having a problem with Ashley Furniture! After several weeks of phone calls after my first terrible experience with Ashley Furniture back in May 2013, I finally received a message that I will receive the correct item I ordered and a refund for the difference in the piece of furniture that was delivered and the actual piece I asked the salesperson to order,and was promised a refund for the difference in cost. I finally got the correct piece delivered the end of June but it has been three months and I have not received the refund. I still have the recorded message saved on my phone. Last week Wednesday I called the person who left the message and she was busy, so I left a detailed message with the lady who answered the phone. I am still waiting on a call back. I called again yesterday, and guess what? She was busy again!! I told the lady who took the 2nd message that I wanted a call back by today, Thursday. Still Waiting!! It is unbelievable the horrible customer service this company delivers. They have repeatedly demonstrated the worst customer service I've experienced in a very long time by not returning calls and making good on promises. read more

The Ashleys Furniture store is a decent store, decent sales folks, decent face of the company.. but after you sign the contract and swipe your card or finance the product, that's when the entire transaction becomes a complete nightmare.. the furniture on the floor will not likely look like the furniture youll receive.. pray that when you finally receive the furniture that its not broken, inspect it carefully, and honestly, even if its broken, you might be stuck with it because Ashley furniture customer service group - Deanie Farrel, Melvina, and Tammy, are awful at their jobs.. Ashley Furniture would be wise to let them all go.. The custsvc@ashleynva.com email address that replies to all these negative posts is merely a fake response to make it appear to future potential customers that Ashley furniture actually cares but guess what, that email address doesn't get responded to. I would only recommend this furniture store to people who are attorneys and are successful at suing and winning in court b/c this company likes to take advantage of people.. read more